Background & Client Overview
Dentsu Aegis Network, a global media and digital marketing communications business, appointed Maxwell Stephens to recruit a Soft Services Facilities Manager to support the strategic and operational management of facilities services across its property portfolio.
The role was critical to maintaining the high standards expected within a fast-paced, high-profile corporate environment. Dentsu Aegis required an experienced professional capable of taking ownership of soft services, managing suppliers and contracts, controlling costs and ensuring consistently strong service delivery across multiple locations.
The successful candidate also needed to reflect the organisation’s values, combining professionalism and commercial awareness with strong communication, leadership and a continuous-improvement mindset.
The Recruitment Challenge
The Soft Services Facilities Manager position required considerably more than day-to-day service supervision.
Dentsu Aegis needed a candidate with the experience and confidence to manage medium to large soft-services contracts, maintain compliance standards and work effectively with a broad range of internal stakeholders, suppliers and service partners.
Key requirements included:
Soft Services Leadership
Providing strategic and operational oversight across soft Facilities Management services, ensuring consistent standards across the property portfolio.
Contract & Supplier Management
Managing external service providers against agreed KPIs and SLAs, addressing underperformance and driving continuous improvement.
Health & Safety
Maintaining a strong understanding of workplace health and safety requirements and ensuring services were delivered in line with appropriate policies and standards.
Budget Management
Controlling expenditure, monitoring service costs and ensuring resources were used effectively without compromising quality.
Stakeholder Management
Building productive relationships with internal teams, senior stakeholders, contractors and service providers.
Problem-Solving & Adaptability
Operating effectively within a demanding environment where priorities could change quickly and solutions often required lateral thinking and a calm, pragmatic approach.
Our Recruitment Approach
Maxwell Stephens conducted a targeted recruitment campaign focused on professionals with a strong background in soft-services Facilities Management, contract management and corporate workplace environments.
Our assessment process considered both technical capability and behavioural fit.
Candidates were evaluated on their ability to lead service partners, communicate confidently with stakeholders, manage competing priorities and maintain high service standards under pressure.
Particular emphasis was placed on identifying an individual who could combine commercial discipline with a positive, customer-focused leadership style.
Following a rigorous search and assessment process, Maxwell Stephens successfully placed a highly experienced Soft Services Facilities Manager who matched both the operational requirements of the role and the culture of Dentsu Aegis Network.
Impact & Results
The successful appointment strengthened the management and performance of soft Facilities Management services across the organisation.
Enhanced Service Delivery
The new Soft Services Facilities Manager introduced greater rigour around contract performance and service standards.
By closely monitoring suppliers against agreed KPIs and SLAs, the candidate helped ensure services were delivered consistently, professionally and in line with client expectations.
Improved Operational Efficiency
A structured and analytical approach to service delivery helped identify opportunities to improve processes, resolve recurring issues and make better use of available resources.
This supported a more efficient and responsive Facilities Management operation across the portfolio.
Stronger Budget Control
Close oversight of expenditure helped ensure services remained within agreed budgets while maintaining high standards.
The candidate also identified opportunities to improve value and optimise the allocation of resources across soft-services contracts.
Improved Supplier Performance
Clearer expectations, performance monitoring and regular engagement with service partners strengthened accountability and supported continuous improvement.
Stronger Stakeholder Relationships
Proactive communication helped build stronger relationships between the Facilities Management function, internal stakeholders and external suppliers.
This collaborative approach improved responsiveness and supported a more productive working environment.
Greater Service Consistency
By combining contract management, operational oversight and stakeholder engagement, the successful candidate helped create a more consistent standard of soft-services delivery across Dentsu Aegis Network’s properties.
Outcome
The placement demonstrates Maxwell Stephens’ ability to recruit Facilities Management professionals who can operate successfully within complex, high-profile corporate environments.
The successful Soft Services Facilities Manager brought together contract management, budget control, supplier performance, health and safety, operational improvement and stakeholder engagement, helping Dentsu Aegis Network maintain the high service standards expected across its workplace portfolio.
Looking for an experienced Soft Services Facilities Manager to improve service delivery across your organisation? Contact Maxwell Stephens to discuss your recruitment requirements.